Job Description

Description

Client Program Management Team Leader

Full time

AE - Dubai

Opportunity

Appetizer

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com

We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.

We're proud of our people who define our company's industry leadership, global team culture and customer-centric focus every day. When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings.

The Program Management Team Lead is accountable for service delivery for the global or regional accounts with RPM or LPM in their team. Focus areas of the Program Management Lead are service delivery, productivity and profitability, people development and leadership of the Program Management community.

This role is based out of our Dubai office, United Arab Emirates, and reports to Head of Program Management.

Purpose of the role

Accountable to ensure a well-performing PM team is in place that is set up to meet the goals of the accounts for operational execution, service delivery and financial objectives.

Oversight of the operational performance and guidance on performance improvements for accounts in scope.

Collaborate and support other members of the global account team to assure desired performance and service level.

Ensure PM team conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.

Ensure improvement projects across accounts are in place and that the learnings are captured and distributed in Maersk. Participate, support or lead as needed. Ensure to track value of improvements.

Drive a culture of Operational Excellence within the PM community, conduct regular performance dialogue in the main executing sites to detect existing and potential process flaws, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented.

Provide accessible daily leadership to handle escalations, coaching, internal review sessions and external customer meetings.

Provide strategic direction to the PM team and ensure the PM team has the tools, training and infrastructure to perform in their roles. Stimulate the PM team to enhance the performance for their global/regional accounts by sharing best practices, joining review meetings and/or covering during absence.

Provide structure for best practice sharing in daily, weekly, monthly, quarterly forums that help to educate and develop within region and outside Region and across teams.

Ensure that the PM team follows global and regional guidelines regarding role definition, job demarcations, initiatives and tools.

Build and maintain the PM succession pipeline.

Provide and oversee structure to ensure external KPI's are in place for all PM accounts. Where KPI goals are not met, ensure PM's have actions in place to improve.

Provide and oversee structure to ensure internal KPI's, IOP and SOP's are all in place and actively being worked and improved to meet and exceed expectations

Ensure account plans and development initiatives (operational and business growth) are in place and being reviewed in an ongoing process

Ensure client engagement and relationship building is in place through PM. Actively participate in client engagements at multiple levels to ensure relationship development is supported.

Key Responsibilities * Service Delivery and Customer Satisfaction

Ensure the Program Management (PM) team is equipped to deliver on customer requirements and maintain and improve customer satisfaction levels (NPS)

Ensure all key accounts in scope have appropriate KPIs and regular performance reviews with the customer

Ensure all key accounts in scope have internal KPI measurements and visibility of operational performance. Ensure internal KPIs are aligned with customer agreed KPIs

Drive the development of Global and Regional standards and IOPs

Engage in regular customer service calls with overseas branches

Report periodic performance of global accounts to Regional Leadership Team and Vertical Heads

Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends

Support new and additional business implementations (led by the implementation team or led by the program management team)

Track cost reduction projects in the supply chains of the global accounts in scope * Productivity and Profitability

Establish productivity measurements for the accounts in scope ensuring global alignment

Establish profitability (CCM) measurements for the accounts in scope

Drive productivity improvements for the accounts and enable sharing across accounts

Review global operational processes and validate possibilities of cost reduction against service delivery level for accounts in scope

Review procedures that will minimize Maersk exposure to risk associated with compliance, trade controls and HSSE

Review periodic performance within PM community and with commercial team

Make expertise and knowledge available to Maersk Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally * People Development

Team structuring and implement the vertical focus within the PM team

Provide coaching within the PM team to drive engagement

Conduct regular talent reviews for the PM team jointly with HR

Ensure to have a succession pipeline in place for PM community

Ensure high performers are retained

Ensure all accounts in scope have a plan for on-boarding, training and development (SOP quiz/certification) of the global team

Ensure the PMs are involved in objective setting & performance management of the operational team in the region and aligned with Regional and Global community * Innovation, Collaboration & Community Development

Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand

Participate in and host Lesson Learned workshops with the global and regional Program Management community and ensure best practice is defined, distributed and available to all global accounts

Ensure to participate in designing and rolling out one set of global, internal KPIs (across accounts) covering the majority of customer requirements

Evaluate Maersk solution modules against the current customer supply chain and make recommendations to global and regional operations community for improvement projects

Ensure PM team takes ownership of customer initiated projects and ensures internal resourcing is appropriate to execute within the agreed timeline

Define and document best-in-class vs standard service levels and discuss with Product

Support or lead the development of business cases, for example for IT developments

Direct and ensure local and global IT prioritization for the PM owned accounts is coordinated and driven

Key Performance Indicators

Customer Experience: Customer agreed KPIs, Operational index, NPS.

Performance Culture: Customer specific Internal Performance Metrics in place via Metrics Dashboard. Customer MBR/QBR internal and external in place. No churn due to ops non-performance. Billing IOP is up to date and the supporting processes are designed correctly.

SCM GP Growth: Productivity Improvements and Initiatives deployed: cost savings generated to contribute to account profitability at EBIT level.

Engagement and Leadership: Performance Management Culture/LEAN Tool Adoption to drive continuous improvement. On leadership, focused on talent management, attraction, hiring & selection, people development, EES as well as coaching/feedback/difficult Conversations + decisions, Critical thinking.

Key Competencies * Behavioral

Composure (high capacity for stress)

Assertive/decisive and pro-active

High sense of urgency and persistence

Confidence in dealing with people and building relationships

Analytical and structured approach

Able to give constructive feedback and challenge where appropriate

Ability to manage stakeholders on various levels in the organization

Customer centric * Technical

Maersk operational structure and functionality (systems, products)

Continuous Improvement techniques and metric driven

Outstanding verbal, written, presentation skills, communication

Project Management skills and training skills

Who we are looking for

Bachelor Science degree preferably in Business/Logistics/Engineering

7+ years relevant experience with a proven track record in operational management (preferably Maersk)

Understanding and passion for driving Operational Excellence in the business

Ability to work in a matrix organization and influence decision makers

Proven and sustained track record of delivery, with focus on driving results through others

Experience of working with wide variety of complex operational and commercial challenges

Exposure and understanding of Business Improvement / Lean tools

Excellent communication and influence skills

Ability to interface with Executive Level Management

Being a team member supporting the global/regional/country teams proactively

Ability to build strong effective networks

Knowledge of risk management with the ability to identify activities